Use monitoring, surveys to improve customer loyalty

Article Abstract:

Telemarketing services providers which have developed marketing plans based on state-of-the-art technology, but are still losing customers, need to use monitoring and surveying to bolster customer loyalty. Monitoring and surveying are the two major touch points between customers and telemarketing services' customer service units. Effective monitoring processes evaluate the technical and soft skills of customer service representatives while tracking and analyzing customer concerns regarding the marketing, customer service and the essence of the product itself. Good survey designs enable customers to voice what is important to them.

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Create good BTB telemarketing scripts

Article Abstract:

Business-to-business telemarketing campaigns ought to immediately compel prospects' attention at the outset, encourage them to discuss their needs and issues and demonstrate how they can be helped. Most telemarketers, however, opt to make calls without scripts. Yet a good telephone marketing call is akin to a stage play because it has a plot and builds to a pinnacle. It also has a script to control the story line, an actor who delivers the lines and a happy ending. A number of suggested tips may help telemarketers prepare and deliver an effective script and ask the kind of questions that will get customers to reveal information.

Marketing procedures

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Training, money needed for agents

Article Abstract:

Telemarketing service companies' most valuable investment is their employees, especially their customer service representatives. However, too many telemarketing companies neglect to invest funds to provide additional training for customer service representatives to ensure satisfaction among existing clients. Training may not be the end-all panacea to customer service issues, but it helps increase customer satisfaction rates. A number of suggested key training areas should also be incorporated by telemarketing providers in training programs for customer service representatives.

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